Top Questions

What employees ask, how often the agents resolve it, and where to focus next.

Last 7 daysLast 30 daysLast 90 days
4 intents have a resolution rate below 70% — candidates for prompt or knowledge-base improvements.

Knowledge Base Gaps

Ranked by severity — the intents pushing the most employees to a human team

Workday Login IssueSeverity 116
Knowledge Gaps
23 (19%)
Transfers
22 (18%)
Volume
122
Most-failed query“Helped employee access Workday timesheet submission”
Recommended actionAdd Workday SSO/MFA troubleshooting article to KB and surface to chatbot intent
ImmigrationSeverity 81
Knowledge Gaps
11 (12%)
Transfers
15 (17%)
Volume
89
Most-failed query“Walked through I-9 reverification requirements”
Recommended actionBuild sponsorship-FAQ document (H1B, green card, I-9) and route to immigration specialist
Relocation StatusSeverity 78
Knowledge Gaps
12 (7%)
Transfers
34 (21%)
Volume
165
Most-failed query“Confirmed housing package cap and temporary lodging end date”
Recommended actionSync Cartus case status into Twin so agent can answer directly without escalation
Benefits EnrollmentSeverity 77
Knowledge Gaps
12 (6%)
Transfers
41 (21%)
Volume
193
Most-failed query“Reviewed dependent coverage rules after life event”
Recommended actionRefresh open-enrollment plan comparison content; coordinate with Benefits team
PTO BalanceSeverity 64
Knowledge Gaps
20 (6%)
Transfers
47 (14%)
Volume
347
Most-failed query“Provided breakdown of used and pending PTO for current year”
Recommended actionMaintain current accrual-policy doc as employee population grows
OtherSeverity 64
Knowledge Gaps
13 (7%)
Transfers
28 (14%)
Volume
194
Most-failed query“Reviewed referral bonus program details”
Recommended actionCluster miscellaneous queries into new intents (commuter, wellness, referrals)
Retirement PlanSeverity 64
Knowledge Gaps
6 (9%)
Transfers
11 (17%)
Volume
65
Most-failed query“Confirmed beneficiary designation update”
Recommended actionIndex 401(k) rollover and vesting policies; pull beneficiary update flow from Workday
Manager ApprovalSeverity 61
Knowledge Gaps
8 (7%)
Transfers
19 (16%)
Volume
119
Most-failed query“Sent manager notification for pending approval”
Recommended actionSurface delegate-approval workflow earlier in conversation
Paycheck QuestionSeverity 51
Knowledge Gaps
6 (3%)
Transfers
27 (16%)
Volume
172
Most-failed query“Walked through pay stub line items”
Recommended actionExpose pay-stub line-item glossary to the agent's RAG index
Address ChangeSeverity 49
Knowledge Gaps
4 (5%)
Transfers
12 (15%)
Volume
78
Most-failed query“Updated address in Workday after relocation”
Recommended actionDocument multi-jurisdiction tax change handling for cross-state moves

All Topics

Volume, resolution, and example queries per intent

TopicVolumeResolution %Avg Handle TimeTrendExamples
Workday Login IssueFriction
12261%3:58
“Helped employee access Workday timesheet submission”
“Resolved Workday access issue before payroll cutoff”
ImmigrationFriction
8965%3:56
“Provided contact for immigration specialist”
“Discussed sponsorship paperwork deadline”
Retirement PlanFriction
6569%4:26
“Explained retirement contribution change for next pay period”
“Walked through rollover options from previous employer”
Relocation StatusFriction
16569%4:02
“Explained gross-up estimate for interstate move”
“Provided counselor contact info for relocation questions”
PTO Balance
34781%4:04
“Confirmed remaining PTO days and explained accrual schedule”
“Provided breakdown of used and pending PTO for current year”
Other
19475%4:06
“Reviewed referral bonus program details”
“Explained remote work guidelines policy”
Benefits Enrollment
19370%3:48
“Confirmed dental and vision benefits coverage and premiums”
“Compared PPO and HDHP plan tiers for employee”
Paycheck Question
17277%4:01
“Explained last paycheck net amount and deductions”
“Clarified tax withholding change after recent move”
Manager Approval
11975%4:04
“Sent manager notification for pending approval”
“Reviewed steps to escalate a stalled approval”
Address Change
7876%4:14
“Updated mailing address for tax document delivery”
“Confirmed payroll tax jurisdiction change after address update”